View 2027 Rating Casa de Campo Resort Villas In Room Dining (1) flipbook.
Overall Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) Report Text: Sections In Room Dining CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS Service State each staff member included in this section and what they did female ordertaker - Took order Ludwing - Male in-room dining attendant - de- livered meal Abel - Male in-room dining attendant - col- lected dishes Guest Comfort & Convenience Service Telephone conversation is calm and clear Yes The call to in-room dining was clear and free of background noise. Courtesy & Man- ners Service Staff is highly articulate and avoids slang and excessive use of phrase- fragments Yes Staff spoke eloquently during the in-room din- ing service. Courtesy & Man- ners Service Staff is polite and maintains a gra- cious tone and appropriate pace throughout the interaction Yes Staff members were polite and maintained a gracious tone during interactions. They spoke at an unhurried pace. Courtesy & Man- ners Service Staff readily smiles and maintains an engaging expression Yes Ludwing and Abel smiled and had a cheerful demeanor. Courtesy & Man- ners Service Staff makes eye contact and keeps fo- cus on the guest Yes Ludwing and Abel made eye contact and provided their undivided attention. Graciousness, Thoughtfulness & Sense of Personal- ized Service Service Staff exhibits a genuine sense of inter- est and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful Yes The female ordertaker offered a newspaper with the breakfast. Ludwing asked the guests how their night had been and where they were from. Abel asked the guests how they had en- joyed the breakfast. Staff responded warmly to the guests' remarks. Wellness Service Ordertaker inquires about dietary re- strictions, preferences or allergies prior to taking the order or proactively acknowledges these if previously made known Yes The female ordertaker inquired about dietary restrictions or allergies before taking the guests' order. Wellness Service If dietary restrictions, preferences or allergies are made known and a dish modification is required, staff appropri- ately acknowledges these when serv- ing the meal N/A 82.93% (34/41) Service 83.33% (30/36) Facility 80.00% (4/5) Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 1
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS Guest Comfort & Convenience Service It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them Yes It was not necessary to prompt staff during the in-room dining experience. Graciousness, Thoughtfulness & Sense of Personal- ized Service Service Cross-departmental channels of com- munication among staff are consistent and complete N/A Technical Execu- tion, Skill & Knowl- edge Service Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or ob- tains effective and prompt assistance Yes The staff members were well-trained. Graciousness, Thoughtfulness & Sense of Personal- ized Service Service Staff consistently and respectfully per- sonalizes interactions, addressing the guest in accordance with their prefer- ence, if known Yes Staff effectively personalized the interactions, such as when the female ordertaker used the guests' names when confirming the order. As a note, Abel did not use the guests' names in the brief interaction. Courtesy & Man- ners Service Staff closes interactions with polite, appropriate remarks Yes Staff politely closed each interaction. For in- stance, Ludwing said, "Have a nice day." Staff Appearance Service All staff encountered are wearing clean and well-fitted uniforms Yes Ludwing and Abel wore clean and tailored uniforms. Staff Appearance Service Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hy- giene Yes Ludwing and Abel were neatly groomed and reflected good personal hygiene. Staff Appearance Service Staff maintains alert posture and be- haves professionally in view of the guest Yes Ludwing and Abel behaved professionally during service and maintained an alert pos- ture. Graciousness, Thoughtfulness & Sense of Personal- ized Service Service Staff does not decline any request without offering appropriate alterna- tives N/A Wellness Service Menu was thoughtfully curated to fea- ture an appealing variety of health- conscious beverages Yes The menu featured an appealing variety of health-conscious beverages, including natural juices, such as passion fruit, orange, pineap- ple and watermelon, detox juice and energiz- ing juice. Wellness Service Menu offers a variety of nutritionally focused options; dietary restrictions are considered Yes A notable selection of healthy options was of- fered, including chia pudding, granola with Greek yogurt, a fruit plate, and a healthy breakfast combo with an egg-white omelet. Dietary restrictions were considered. Sense of Luxury Service Menu provides an exceptional variety, including concept-driven specialty dishes Yes The menu offerings were exceptionally varied. Interesting items included Los Tres Golpes con Mangu, pancakes with caramelized ba- nanas, and oatmeal with coconut. Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 2
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS Cleanliness & Con- dition Facility Menu and check presenter are in pris- tine condition, free of any damage. Menu is current and grammatically correct Yes The QR code holder and check presenter showed no condition issues. The online menu was current and error-free. Technical Execu- tion, Skill & Knowl- edge Service Ordertaker can helpfully discuss de- tails of foods and beverages N/A Efficiency Service Estimated delivery time is quoted and order is received within five minutes of that time, not earlier or later Yes An estimated 30-minute delivery time was provided, and the meal arrived in 34 minutes. Service State how long this took 34 min Efficiency Service Lunch and dinner are served within 40 minutes; breakfast is served within 30 minutes No The breakfast arrived more than 30 minutes after placing the order. Guest Comfort & Convenience Service Staff conveniently sets the table so the meal is ready to begin; all service- ware is neatly arranged No The table setup was not conveniently arranged before the meal began, as the fruit and bacon remained stacked on the tray be- side the table. Guest Comfort & Convenience Service If in-room service is provided, bever- ages are opened and poured in the room No While the coffee and juice were poured, the water was not opened or poured in the room. Graciousness, Thoughtfulness & Sense of Personal- ized Service Service If in-room service is provided, wine by the glass is presented in a bottle and poured in the room N/A Guest Comfort & Convenience Service If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfortable Yes The seating arrangement for in-room dining was completely comfortable. Food & Beverage Quality Service Food presentation is precise and carefully plated No While the fruit was neatly presented, there were crumbs scattered on the egg white plate and cheese spilling out of the omelet. The ba- con was also tangled together, which was not precise plating. Food & Beverage Quality Service Hot foods and beverages are hot when served; frozen items are firm at the time of consumption Yes All food and beverage items were served at the proper temperatures. Wellness Service Foods and beverages are fresh and use high quality ingredients Yes The dishes were freshly prepared and used high-quality ingredients. Food & Beverage Quality Service Foods are flavorful and well-sea- soned/balanced Yes All foods had balanced flavors and were prop- erly seasoned, such as the salted hash browns and eggs. Food & Beverage Quality Service Portions are appropriate Yes The dishes had appropriate portions. Food & Beverage Quality Service Cooking is executed properly and as requested Yes All items were correctly prepared, such as the fully cooked eggs. Technical Execu- tion, Skill & Knowl- edge Service All ordered items are accurately served Yes The breakfast was accurately served, and all items matched their descriptions. Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 3
CLASSIFICATION TAG STANDARD ANSWER EVALUATOR OBSERVATIONS Sense of Luxury Service Condiments are elegantly presented Yes All condiments were elegantly presented and refined in appearance. Guest Comfort & Convenience Service It is possible to receive a selection of specialty coffees and teas at any time N/A The menu listed regular coffee, and the guests did not inquire about specialty options. Sense of Luxury Service Coffee and tea service is presented in a refined manner No The coffee service was not presented in a re- fined manner, as the cup was durable with a sturdy feel. The other elements of the service were more refined, with the coffee and milk presented in stainless steel carafes and sug- ars in a ceramic caddy. Cleanliness & Con- dition Facility Tray or in-room dining cart is in excel- lent condition and completely clean Yes The tray was clean and free of maintenance issues. Cleanliness & Con- dition Facility Cloth napkins, tablecloths and liners used are in excellent condition, clean and pressed Yes The napkins were spotless, pressed and in excellent condition. Cleanliness & Con- dition Service Serviceware is completely clean and hygienic in appearance No While other serviceware items were com- pletely clean, the cutlery had water spots and fingerprints. Cleanliness & Con- dition Facility Serviceware is in excellent condition, free of damage or unnecessary wear No While other serviceware items were well- maintained, the coffee carafe was rusted, and the knife was tarnished. Sense of Luxury Facility Serviceware is of excellent quality and cohesive in appearance Yes All serviceware items were coordinated and of high quality. Technical Execu- tion, Skill & Knowl- edge Service All proper cutlery is provided Yes The appropriate cutlery was provided. Efficiency Service Removal of soiled dishes occurs within 12 minutes or within five min- utes of the pre-arranged time Yes The dishes were removed one minute after the guest pressed the button provided to re- quest dish collection. Service State how long this took 1 min Guest Comfort & Convenience Service When collecting the dishes, staff re- turns the room to its original appear- ance Yes During dish collection, Abel returned the room to its original state. For example, he wiped the table clean. Efficiency Service The service is handled without exces- sive delays or interruptions Yes No excessive delays or interruptions were en- countered during in-room dining. Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 4
In Room Dining Serviceware is in excellent condition, free of damage or unnecessary wear No While other serviceware items were well-maintained, the coffee carafe was rusted, and the knife was tarnished. PHOTO 1 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 5
In Room Dining Serviceware is in excellent condition, free of damage or unnecessary wear No While other serviceware items were well-maintained, the coffee carafe was rusted, and the knife was tarnished. PHOTO 2 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 6
In Room Dining Coffee and tea service is presented in a refined manner No The coffee service was not presented in a refined manner, as the cup was durable with a sturdy feel. The other elements of the service were more refined, with the coffee and milk presented in stainless steel carafes and sugars in a ceramic caddy. PHOTO 1 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 7
In Room Dining Coffee and tea service is presented in a refined manner No The coffee service was not presented in a refined manner, as the cup was durable with a sturdy feel. The other elements of the service were more refined, with the coffee and milk presented in stainless steel carafes and sugars in a ceramic caddy. PHOTO 2 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 8
In Room Dining Serviceware is of excellent quality and cohesive in appearance Yes All serviceware items were coordinated and of high quality. Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 9
In Room Dining Food presentation is precise and carefully plated No While the fruit was neatly presented, there were crumbs scattered on the egg white plate and cheese spilling out of the omelet. The bacon was also tangled together, which was not precise plating. PHOTO 1 OF 4 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 10
In Room Dining Food presentation is precise and carefully plated No While the fruit was neatly presented, there were crumbs scattered on the egg white plate and cheese spilling out of the omelet. The bacon was also tangled together, which was not precise plating. PHOTO 2 OF 4 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 11
In Room Dining Food presentation is precise and carefully plated No While the fruit was neatly presented, there were crumbs scattered on the egg white plate and cheese spilling out of the omelet. The bacon was also tangled together, which was not precise plating. PHOTO 3 OF 4 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 12
In Room Dining Food presentation is precise and carefully plated No While the fruit was neatly presented, there were crumbs scattered on the egg white plate and cheese spilling out of the omelet. The bacon was also tangled together, which was not precise plating. PHOTO 4 OF 4 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 13
In Room Dining Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged No The table setup was not conveniently arranged before the meal began, as the fruit and bacon remained stacked on the tray beside the table. PHOTO 1 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 14
In Room Dining Staff conveniently sets the table so the meal is ready to begin; all serviceware is neatly arranged No The table setup was not conveniently arranged before the meal began, as the fruit and bacon remained stacked on the tray beside the table. PHOTO 2 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 15
In Room Dining Serviceware is completely clean and hygienic in appearance No While other serviceware items were completely clean, the cutlery had water spots and fingerprints. PHOTO 1 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 16
In Room Dining Serviceware is completely clean and hygienic in appearance No While other serviceware items were completely clean, the cutlery had water spots and fingerprints. PHOTO 2 OF 2 Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 17
In Room Dining Condiments are elegantly presented Yes All condiments were elegantly presented and refined in appearance. Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 18
In Room Dining If in-room service is provided, chair(s) is brought to the table and the seating arrangement is fully comfort- able Yes The seating arrangement for in-room dining was completely comfortable. Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 19
Casa de Campo Resort & Villas - Forbes Travel Guide Rating Evaluation - 2027 Rating Year (Report 2) This report contains confidential and proprietary information of Forbes Travel Guide. Unauthorized use prohibited. © THE FIVE STAR TRAVEL CORPORATION. ALL RIGHTS RESERVED 20